Tower Lead (Tools & Automation)

Experience: 12 to 18 years

Location: Gautam Buddha Nagar, India

Skills: Major Incident Management (MIM), crisis handling, SLA/KPI governance, MTTR, availability, service reliability, Root Cause Analysis (RCA), ITIL processes, Incident, Problem, Change, automation, monitoring optimization, operational excellence, risk management, PowerShell, Python, Ansible, ServiceNow, Splunk, SCOM, DX UIM

Job Summary
To ensure timely resolution of escalations according to agreed-upon norms, deliver reports and services as outlined in the SOW, and effectively implement organizational initiatives.

Key Responsibilities
1. To ensure generation of tower level EE & EN revenue
2. To ensure that all responsibilities, tasks and escalations/crisis are closed as per agreed SLA norms
3. To oversee Operational Hygiene, validate reports and ensure that services are provided as per agreed SOW
4. To promote positive customer satisfaction and develop new initiatives/ frameworks to improve the same
5. To oversee and implement Profit Improvement Plan (PIP) through levers like Automation & self-driven initiatives

Skill Requirements
- Lead enterprise-wide Major Incident Management (MIM) and crisis handling.
- Act as escalation point for business-critical incidents (P1/P2).
- Drive cross-functional coordination across infrastructure, network, cloud, and application teams.
- Own SLA/KPI governance including MTTR, availability, and service reliability.
- Lead Root Cause Analysis (RCA) reviews and preventive action planning.
- Define and improve ITIL processes (Incident,



Problem, Change).
- Provide executive-level reporting and stakeholder communication.
- Drive automation, monitoring optimization, and operational excellence.
- Collaborate with leadership for capacity planning and risk management.
- Mentor team leads and engineers.

Required Skills & Experience
- 12–18 years in IT Operations / Service Management.
- Strong experience across infrastructure, network, and application domains.
- Expertise in monitoring tools: Splunk, SCOM, DX UIM.
- Hands-on experience with ITSM tools like ServiceNow.
- Deep understanding of ITIL framework.
- Exposure to automation (PowerShell, Python, Ansible).
- Experience in handling enterprise-scale environments.

Other Requirements
Leadership & Strategic Skills
- Strong leadership and decision-making ability.
- Executive stakeholder management.
- Ability to handle high-pressure situations.
- Strategic thinking and service improvement mindset.
- Conflict resolution and cross-team influence.

Education & Certifications
- Bachelor’s degree in IT or related field.
- ITIL Expert / Intermediate preferred.
- Certifications in cloud or infrastructure technologies are a plus.

Key KPIs
- MTTR reduction
- SLA compliance
- Incident volume reduction
- RCA effectiveness
- Customer satisfaction

Nice to Have
- Experience in global delivery models.
- Exposure to DevOps and SRE practices.
- Knowledge of cloud platforms (AWS/Azure/GCP).

Role Type
Full time, leadership role, 24x7 oversight (on-call model)

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